Principal Crisis Worker

The Trevor Project

9d • $30 - $32 • Remote

About The Position

The Trevor Project is the leading suicide prevention and crisis intervention organization for LGBTQ+ young people. Trevor offers 24/7 crisis services, connecting highly trained counselors with LGBTQ+ young people whenever they need support. To drive prevention efforts, The Trevor Project also operates robust research, advocacy, education, and peer support programs. Every day, and in every role, our staff contribute to our critical mission of ending suicide among lesbian, gay, bisexual, transgender, queer & questioning young people by embodying our values: Heart, Integrity, Community, Belonging, and Progress. Applicants and staff must be authorized to work for any employer in the United States. The Trevor Project will not sponsor an employment visa for this position.

Requirements

• Master’s degree in social work, counseling, psychology or other related areas of study OR 5+ years experience in a crisis care setting or other relevant professional experience OR 1+ year as a Sr. Crisis Worker OR 2+ years as a Crisis Worker at The Trevor Project
• Demonstrated ability to meet or exceed performance expectations of prior and/or current Crisis Work position(s)
• Demonstrated ability to provide peer leadership in a crisis care setting
• Proficiency in spoken and written English with strong communication and active listening skills
• Demonstrated commitment to self-care and well-being, with an understanding of the importance of personal resilience in crisis intervention work.
• Strong resilience and adaptability in handling crisis situations, with the ability to remain calm during challenging circumstances
• Demonstrated knowledge and understanding of LGBTQ+ issues, including the unique challenges faced by LGBTQ+ youth.
• A quiet, private work environment with high-speed dedicated broadband internet access (minimum 10Mb down/5Mb up)

Responsibilities

• Provide suicide prevention and crisis intervention counseling to LGBTQ+ young people nationwide via text, chat, or phone calls
• Successfully complete mandatory training including ramp plan for expanded responsibilities
• Adhere to performance measures with regard to handle time and utilization as defined by leadership for a Principal Crisis Worker position
• Complete weekly direct service time as directed by crisis intervention leadership, with the additional time spent conducting administrative tasks (currently anticipated to be ~50% direct service and ~50% contact monitoring on average, and dependent on evolving business need)
• Follows all protocols and procedures related to taking time off
• Adhere to on-shift and all other guidance provided by on-shift leader and work with a team of Crisis Counselors (Volunteer and Staff)
• Navigate most conversations with LGBTQ+ young people independently, with support from on-shift leaders.
• Build trust and provide a safer space for youth to explore issues surrounding sexuality, gender identity and suicidal ideation
• Review and respond to performance and quality feedback from leadership
• Assist with training for our new and re-engaging counselors through training activities such as facilitating monitored shifts (listen-ins) and chat/text observation
• Monitor Crisis conversations and provide expert real-time support to counselors as they support LGBTQ+ youth in crisis
• Promote a culture of continued learning by providing actionable feedback to Crisis Counselors (Volunteer and Staff) through real-time mentoring, debriefs, feedback, and emotional support as they support LGBTQ+ youth in crisis
• Support queue management by accepting and/or directing conversation transfers, with the support of on-shift leadership
• Complete administrative and quality assurance tasks, such as case reviews, case record audits, updates and database management
• Communicate with third parties, including law enforcement and child welfare agencies, on matters of imminent safety concerns and child abuse, when necessary as required by protocol and policies
• Assist leadership with identifying and voicing daily operational and service quality feedback for prioritization
• Demonstrate fair, ethical, and equitable business practices
• Learn eagerly, share knowledge appropriately, and improve continuously
• Demonstrate successful planning and problem-solving skills, including multitasking and working well within tight timelines
• Work, communicate, and collaborate effectively with others
• Demonstrate attention to detail and accuracy in all work
• Demonstrate a commitment to fostering and maintaining an environment of belonging
• Other relevant duties and responsibilities as assigned

Benefits

• Comprehensive health coverage, including plans that support various gender affirmation care needs
• Mental health resources, with access to virtual care and a variety of in and out of network options for support
• 403(b) retirement plan with a 3% employer match, vesting over three years
• Generous paid time off and company holidays to rest and recharge
• Employee Assistance Program (EAP) offering confidential emotional support, work-life solutions, financial and legal guidance, and online resources
• Remote work flexibility from anywhere in the continental U.S., Alaska, or Hawaii- with provided technology, a home office setup reimbursement, and a monthly internet reimbursement

What This Job Offers

• Job Type: Full-time
• Career Level: Principal